Community Operations Lead

Daria Tymoshenko

Community Operations Infrastructure for High-Growth Platforms

10+ years building autonomous community systems across 30+ countries. Web3, fintech, and iGaming.

350K+

Community members scaled across Discord, Telegram, and X

95%

Support automation on a live iGaming platform

90%

Tier 1 resolution without leadership involvement

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What I Do

I build the infrastructure that lets community scale without breaking.

I build the operational infrastructure that allows community teams to scale without breaking. Not just engagement and moderation, but the systems underneath them: automation pipelines, escalation logic, crisis protocols, and team structures designed to run independently.

My background spans Web3, fintech, and iGaming, industries where community operations carry real regulatory, financial, and reputational risk. I am hired to design systems once and have them keep working for years, not to manage day-to-day chat moderation indefinitely.

What sets my work apart is the combination of three things rarely found together: deep community operations experience, hands-on technical automation skills (n8n, Supabase, AI integrations), and a track record of transferring full ownership to internal teams so leadership time is freed up permanently.

Expertise

Core Competencies

Community Operations at Scale

Multi-platform management across Discord, Telegram, X, and Reddit. Multi-timezone coverage across APAC, EMEA, and the Americas. Programs built for communities ranging from 4,000 to 350,000+ members.

Automation and Technical Infrastructure

n8n workflow design, Supabase-backed tracking systems, AI-powered FAQ and triage tools, and integration with Zendesk and Freshdesk. I build the systems, not just request them from a developer.

Crisis and Risk Management

Anti-scam and anti-FUD protocols, incident response playbooks, and real-time escalation frameworks. Zero-incident handling of 15,000+ new users within 30 hours during a major exchange listing.

Team Building and Leadership

Hiring funnels that moved from 10,000+ applicants to long-term moderator teams with multi-year retention. Onboarding systems that cut ramp-up time from two weeks to 72 hours.

Work

Case Studies

A selection of operational systems I have designed, built, and in most cases personally implemented.

Case Study 01

Reducing Manual Support Load by 95% on a High-Volume iGaming Platform

Director of Community Operations and Lead Strategist. Large-scale online casino platform, peak support load of 250+ requests per hour.

95%
Reduction in manual handling
250+
Requests per hour automated
0
Proportional headcount increase

The client's support relied almost entirely on manual processing. At peak hours, response times degraded sharply, moderators burned out on repetitive tickets, and there was no structured escalation logic separating routine requests from cases requiring human judgment.

What I Designed and Built
  • Architected a full automation layer using n8n, integrated directly with the client's internal support system rather than a generic third-party tool
  • Built AI-assisted triage and FAQ resolution workflows to handle the highest-volume, lowest-complexity request types automatically
  • Designed automated escalation logic so that only genuinely complex or sensitive cases reached a human moderator
  • Built Supabase-backed tracking to maintain visibility and auditability across the entire automated pipeline
  • Documented the complete system so internal teams could maintain and extend it without my ongoing involvement
Scope and Transparency

This automation layer was one component of a comprehensive six-month community and support operations strategy I authored for the client as part of a larger agency engagement. The support automation system described above is in active operation. Additional components of the broader strategy have been handed off to the client's internal departments for execution.

Case Study 02

Managing a Zero-Incident Crisis During a Major Exchange Listing

Community Manager, IoTeX (Web3 DePIN protocol). Exchange listing drove 15,000+ new members in 30 hours.

0
Incidents escalated to leadership
95%+
User sentiment maintained throughout
100%
New user retention during event

Most new members did not understand the difference between ERC20 and native token versions, leading to widespread confusion, panic messages, and a support load far beyond normal capacity.

Response Actions
  • Activated additional moderators within the first two hours, scaling the active team from 6 to 9
  • Built and pinned an emergency FAQ across all channels within 30 minutes of identifying the issue
  • Ran a live Twitter Space to address questions in real time and reduce panic-driven messaging
  • Published transparent status updates every two hours during the highest-intensity period
  • Created a visual explainer guide and a short video tutorial to reduce repeat questions at scale
  • Coordinated directly with exchange partners on verification delays affecting users
Lasting Output

Documented the top 50 recurring questions into a permanent playbook used for all future high-growth events.

Case Study 03

Building a Moderator Team With 90% Retention at the Three-Year Mark

Community Manager, IoTeX. Community grew from 4,000 to 30,000+ members in three months. Industry average moderator tenure: six months.

90%
Retention at 3+ years vs. 6-month industry avg.
72h
Onboarding time, down from two weeks
10K+
Applicants screened to 9 long-term hires

The community needed reliable 24/7, multi-timezone coverage, but hiring quickly tends to produce exactly the churn problem it is meant to solve. The goal was retention-first, not speed-first.

System Design
  • Designed a four-stage hiring funnel built for retention: public application, scenario-based testing, a paid trial week, and a 72-hour intensive training program
  • Personally screened and progressed candidates from over 10,000 applicants down to a final team of 9 long-term moderators
  • Built a structured retention strategy including fair regional pay bands, career progression path from Moderator to Senior to Regional Lead, and monthly one-on-ones
  • Reduced onboarding time from two weeks to 72 hours through a structured playbook and senior mentorship pairing
At Handover

Zero burnout-related departures in the final 18 months at IoTeX. Zero turnover at the point of handover. The team structure continued to operate without modification.

Case Study 04

Neutralizing a Coordinated FUD Attack Within 48 Hours

When a competitor project launched a coordinated reputation attack across Reddit, X, and Discord, including bot-driven messaging and brigading, I led a four-phase response: rapid detection and verification, a fact-based public counter-narrative, direct platform reporting to remove coordinated content, and community activation through a leadership AMA. Sentiment recovered from negative to positive within 48 hours, with zero attributable user churn. The attack ultimately backfired publicly once it was exposed as coordinated.

Case Study 05

Scaling Operational Infrastructure Outside of Web3

As Operations Lead for an international legal and business services firm, I designed end-to-end client delivery systems supporting 160+ client engagements. The systems achieved a 98% first-submission approval rate against a 65% market average, cut registration timelines by 50%, and automated 60% of documentation workflows across a 5-person specialist network. This case demonstrates that the operational systems I build are not Web3-specific. The same design principles apply to any high-compliance, high-volume service operation.

Stack

Technical Toolset

I build with the same tools my engineering and operations counterparts use, which is part of why I can design systems rather than only request them.

n8n Supabase Zendesk Freshdesk Discord API Telegram Bot API GitHub Cursor Cloudflare Notion Google Analytics 4 Zapier Make
Background

Experience

Apr 2025 to Present
Lavatti
Director of Community Operations
Building autonomous community and support operations infrastructure for high-growth Web3, fintech, and gaming platforms.
Feb 2025 to Present
Lavatti
Operations Lead
End-to-end client delivery systems for an international legal and business services firm.
Aug 2021 to Feb 2025
IoTeX
Community Manager
Scaled and operated global community infrastructure for a Web3 DePIN protocol across 30+ countries.
Jul 2018 to Aug 2021
IoTeX
Brand Ambassador
Regional community operations and localization across Russian and German markets.
Dec 2015 to Jun 2021
Karuna Development
Project Manager
Delivered 45+ international consulting projects across Eastern Europe and CIS markets.

Additional roles and full project history available on LinkedIn.

Get in touch

Let's Talk

I am currently exploring Head of Community, Community Lead, and Community Operations roles at companies that need someone to build lasting infrastructure, not just manage day-to-day chat.

[email protected] LinkedIn